Lidiette Llopis-Pacheco
Administrative/Clerical Technician
Wilmington,CA
Summary
Highly self-motivated and dedicated professional with over 25 years of experience in the Telecom Industry with Administrative Support, Records Management, Call Center Management, Strong Front Line Customer Service, and Sales.
Possess vast experience such as interpersonal, oral, and written skills. Have extremely solid analytical, and organizational skills with an intense attention to detail.
Consistently and efficiently exhibit exceptional skills such as, but not limited to; MS Office programs: Word, Excel, Outlook, and PowerPoint. Extensive use of Teams, Skype and Zoom virtual meetings. Familiar with operation and maintenance of standard office equipment.
Enduringly display ability to work well under pressure of providing clerical and administrative support for the Local outside Plant and Network Managers, their Directors, and their team of Technicians.
Overview
29
29
years of professional experience
10
10
years of post-secondary education
Work History
Customer Care Advocate
Frontier Communications
Pomona, California
03.2017 - Current
- Currently perform Administrative/Clerical support for Network/Outside Plant Managers, Directors, and their Field Technicians. Create/update work schedules, Manage technician call outs, Manage/update attendance records, Approve/manage Vacation/Personal day balances, schedule weekly/monthly safety & performance review meetings. Report all technician call outs to Management team and coordinate with Dispatch office. Consistently meeting & exceeding at 90% or better threshold of having all assigned tasks completed by deadline. Provide peer support when supervisor is unavailable
Language Assistance Consumer Sales Consultant
Verizon California/Frontier Communications
Pomona, CA
05.2006 - 03.2017
- Worked in fast paced online Sales Center.
- Answered incoming calls from new and existing Spanish speaking Residential customers
- Created various service orders.
- Ask fact finding questions to identify resolutions to solve telephone needs.
- Met sales goals & call objectives at100% or better.
- Provided excellent service.
Analyst- Resource Management
Verizon California
Long Beach, CA
10.2002 - 05.2006
- Worked with team in analyzing forecasts for projected call volumes
- Pulling reports & updated Operator work schedules to ensure proper staffing
- Monitored service & staffing level requirements by PUC of 80%
- Managed high volume call center with 50+ Operators
- Made constant adjustments to scheduled breaks & lunch to meet service demands when needed.
- Took upward referrals from irate customers.
- Positively influenced operators & directly enforced schedule adherence.
Business Sales Representative
GTE/Verizon California
Huntington Beach, CA
08.1999 - 10.2002
- Worked in fast paced online Sales Call Center.
- Answered calls from new and existing Small Business customers.
- Create various service orders.
- Asked fact finding questions to resolve telephone needs.
- Met Sales goals of 100% or better.
- Provide excellent service.
Directory Assistance Operator
GTE California
Long Beach, CA
08.1996 - 08.1999
- Helped callers locate specific businesses, residences, or public buildings
- Worked in high volume call center.
- Handled approximately 200 calls per day.
- Handled call escalations with courteous and professional efficiency.
- Consistently met and exceeded call handling objectives at 100%.
Telephone Operator
GTE Califoria
Huntington Beach, CA
07.1995 - 08.1996
- Provided excellent and professional operator service.
- Worked in high volume call center.
- Assisted with collect calls from correctional facilities, psychiatric hospitals, homes and businesses.
- Assisted callers using calling cards to complete calls
- Transferred customers to Customer Service Center or Billing office
- Met & exceeded call handling service at 100% or better.
- Handled over 400 calls on busy days.
Education
Associate of Arts - Labor Studies
Los Angeles Trade Technical College
Los Angeles 02.2014 - Current
Skills
Attention To Detail
undefinedTimeline
Customer Care Advocate
Frontier Communications
03.2017 - Current
Associate of Arts - Labor Studies
Los Angeles Trade Technical College
02.2014 - Current
Language Assistance Consumer Sales Consultant
Verizon California/Frontier Communications
05.2006 - 03.2017
Analyst- Resource Management
Verizon California
10.2002 - 05.2006
Business Sales Representative
GTE/Verizon California
08.1999 - 10.2002
Directory Assistance Operator
GTE California
08.1996 - 08.1999
Telephone Operator
GTE Califoria
07.1995 - 08.1996
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